To:
The Director / Grievance Officer / Customer Support Head
FNP E Retail Private Limited |
CIN: U52100HR2021PTC118882 |
Regd. Office: Plot No. 75P, Sector-44, Gurugram, Haryana - 122003
Date: April 13, 2026
Ref: Order ID #71325650 / Sub Order ID #[protected]
Sir/Madam,
I write to you for the last time — not with hope, but with absolute certainty that your organisation has chosen silence, incompetence, and moral bankruptcy over basic human decency and legal compliance.
My previous legal notice dated March 31, 2026 was sent to nine email addresses across your organisation, including your Grievance Officer, PR head, and senior leadership. The result? Deafening silence. Not a single acknowledgement. Not a courtesy response. Not even an automated reply pretending that someone, somewhere in your company, cared.
This silence is not a neutral act. It is a statement — and a damning one.
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SECTION I: WHAT YOUR SILENCE REVEALS ABOUT YOUR ORGANISATION
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A company that takes ?1, 347 from a customer, fails to deliver a birthday cake to a grieving family member on a deeply important occasion, admits through its own representative that no delivery personnel were available, and then goes completely silent after receiving a formal legal notice — is not a company that has suffered a logistical lapse. It is a company that has made a deliberate organisational choice to not care.
Your silence forces me to ask the following questions publicly and on record:
1. IS YOUR GRIEVANCE REDRESSAL SYSTEM A LEGAL FICTION?
You are legally mandated under the Consumer Protection Act, 2019 to have a functioning grievance officer and redressal mechanism. If a notice sent to nine addresses — including [protected]@fnp.com — produces zero response, is your grievance system even real, or is it simply a compliance checkbox designed to deceive regulators and consumers alike?
2. DO YOU CONSIDER BIRTHDAYS AND FAMILY OCCASIONS COLLATERAL DAMAGE IN YOUR LOGISTICS MODEL?
My sister's birthday passed without the cake I had ordered for her — an occasion that cannot be re-lived, refunded, or restored. You marketed yourself as a gifting company that delivers happiness. What you delivered was absence, humiliation, and heartbreak. How does your marketing team sleep at night selling "joy" while your operations team leaves families in the lurch?
3. WHY DOES YOUR COMPANY DEPLOY AI TO SUPPRESS LEGITIMATE CONSUMER COMPLAINTS?
Your chatbot was not a support tool. It was a wall — programmed to exhaust consumers with scripted platitudes until they give up. This is not customer service. This is psychological attrition used against paying customers. Is this FNP's official policy to evade accountability?
4. WHO AUTHORISED YOUR REPRESENTATIVE TO DENY A REFUND FOR A SERVICE YOU ADMITTED YOU COULD NOT PROVIDE?
Your own representative, Miss Launata, confirmed that no delivery person was available and she do not have any clue as to when the product will get delivered or any timeline, drivers numbers, or any lead for hope and which is surprising as to you guys take the money and still clueless and i think your company needs to just shut down once for all. In the same breath, she refused a refund. This is not a mistake. A frontline employee denying a refund for an openly admitted operational failure means she was either following a policy that is fundamentally illegal, or your company has created a culture where consumer rights are routinely trampled. Which is it?
5. DOES FNP'S LEADERSHIP UNDERSTAND WHAT "UNJUST ENRICHMENT" MEANS?
You have held ?1, 347 of my money for over two weeks. You have provided nothing in return. You have offered no resolution. This is not a billing dispute — this is your company profiting from money it has no legal right to retain. Every single day you hold these funds without refund, you are compounding your liability.
6. HOW MANY OTHER CUSTOMERS HAS FNP DONE THIS TO?
My case is documented with screenshots, phone records, and email trails. How many others were silenced by your chatbot? How many gave up because they did not know their consumer rights? How many birthdays, anniversaries, and funerals were ruined while FNP quietly pocketed the money? These are not rhetorical questions — they are the questions a Consumer Commission and national media will ask.
7. WHAT DOES IT SAY ABOUT YOUR COMPANY'S MORAL CHARACTER?
This was a birthday cake for my sister. It cost ?1, 347. Your company's annual revenue runs into hundreds of crores. And yet, you could not find the basic decency to either deliver the cake, refund the money, or even reply to a formal legal notice. What does that say — not about your logistics, but about who you are as an organisation? What values does FNP actually stand for, beyond the aesthetics of your packaging and the poetry of your advertisements?
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SECTION II: WHAT HAPPENS NEXT — AND IT WILL HAPPEN
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I want to be unambiguous. This is not a threat. This is a schedule of actions I have already begun preparing:
1. NATIONAL CONSUMER HELPLINE (NCH) — 1915
A formal complaint has been prepared and will be filed at consumerhelpline.gov.in. Your company is registered on this platform and is legally obligated to respond. Non-response or inadequate response will be escalated to the relevant regulatory authority.
2. eDAAKHIL — DISTRICT CONSUMER DISPUTES REDRESSAL COMMISSION
I will be filing a case at edaakhil.nic.in under the Consumer Protection Act, 2019. I will be claiming:
• Full refund of ?1, 347
• Compensation for mental agony, emotional distress, and the irreversible ruination of a family occasion
• Cost of all legal proceedings
• Additional punitive compensation for your deliberate and sustained non-responsiveness
Your representative's verbal admission of operational failure, combined with your company's 14-day silence following a formal legal notice, constitutes some of the strongest possible evidence of Deficiency in Service and Unfair Trade Practice.
3. PUBLIC DISCLOSURE
Every screenshot, every call log, every email, and every timestamp of your silence will be published across consumer review platforms, social media, and shared with consumer advocacy organisations. Your customers deserve to know what happens when FNP fails them.
4. REGULATORY COMPLAINTS
I will file formal complaints with relevant consumer protection authorities regarding your use of AI chatbots as a mechanism to deny consumers access to legitimate support — a practice that warrants serious regulatory scrutiny.
FNP built its brand on the promise of making moments memorable. You have made this moment unforgettable — for all the wrong reasons. The consequences of that will now be entirely of your own making.
This email, along with all prior correspondence, screenshots, and records, is being preserved as legal evidence.
Punam Kumari Sharma
Email: [protected]@gmail.com
Order ID: #71325650 | Sub Order ID: #[protected]
Date of Original Notice: March 31, 2026
Date of This Notice: April 13, 2026, 7:40 AM
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